Frequently Asked Questions

Questions regarding general information, signing up, requirements, and the virtual card.

What is MatchMove Wallet?

The MatchMove Wallet is an online account that lets you apply and keep track of multiple virtual cards for online shopping.

What is a virtual card?

A virtual card comes with its own 15 or 16 digit card number which allows you to use the balance in your MatchMove Wallet to shop online. There is no balance stored in the virtual card as it uses the available balance straight from your MatchMove Wallet. Each virtual card may come with its own additional set of benefits, rewards and card annual fees.

What can the virtual card be used for?

You may use the virtual card to shop at online merchants that accept the card.

How do I sign up for a MatchMove Wallet?

You can click here to sign up for the MatchMove Wallet. You will require at least 1 virtual card to access the wallet. You may apply for your first virtual card during the sign up process. Card approval is immediate.

What are the requirements to sign up for the MatchMove Wallet?

You will need:

  1. A Singapore residential address
  2. A Valid email address
  3. To be at least 18 years old
  4. A valid mobile number

Can I have multiple virtual cards?

Yes. You may apply for multiple virtual cards and manage them from your MatchMove Wallet.

If I currently have my email address registered with a MatchMove Wallet, can I sign up for a second account using the same email address?

No. Every MatchMove Wallet must be linked to a unique email address.

Can I sign up for a MatchMove Wallet using my mobile phone?

Yes. You may use your mobile phone to sign up. Simply access the site on your mobile browser.

I just signed up for a MatchMove Wallet, but never received my verification email. What should I do?

Upon signing up for your MatchMove Wallet, it may take up to 30 minutes for your verification email to arrive in your inbox. Please also remember to check your junk mail or spam folder.

If you still have not yet received your verification email after 30 minutes, request for a new verification code to be sent to you via email by clicking on “Resend Email”.

If you are still having problems, please contact us at 1800 271 1371 between 9.30am to 6.30pm, Mondays to Fridays.

For international calls, you can contact us at +65 6271 1371.

How long will it take to get my MatchMove Wallet after I sign up?

Signing up for a MatchMove Wallet is instant. You may access your wallet right after your first virtual card application is approved. Card approval is immediate.

Need more information on the MatchMove Wallet?

If you need further assistance, please contact us at 1800 271 1371 between 9.30am to 6.30pm, Mondays to Fridays.

For international calls, you can contact us at +65 6271 1371.

General questions regarding usage of the wallet.

I have signed up for the MatchMove Wallet, but it asks me to apply for a virtual card.

You need to have at least 1 virtual card to access your MatchMove Wallet.

I forgot my password for my MatchMove Wallet. What should I do?

You may reset your password here. Simply click “Reset My Password” on the login page and follow the instructions.

If you are still having problems, please contact us at 1800 271 1371 between 9.30am to 6.30pm, Mondays to Fridays.

For international calls, you can contact us at +65 6271 1371.

My available funds are insufficient to complete my purchase. Can I still use my virtual card to complete this purchase?

No. Before you can complete the purchase, you must ensure sufficient available funds in your MatchMove Wallet.

What does “topping up” my MatchMove Wallet mean and how do I do it?

“Topping up” is the process of adding funds into your MatchMove Wallet.

Is there a monthly top up limit?

Verified users may top up as much as S$999 per day and has a monthly spending limit of S$3000. Non-verified users will not be able to perform any top-up or spending transactions. For more information, please refer to our Charges, Fees and Limits table.

How soon are my funds available after I top up my MatchMove Wallet?

A processing period may be required depending on your payment method. During this period, your topped up funds are stored as Holding Balance and it will not be available for making any purchases. The updated balance will be shown as your Available Balance once the processing has completed.

Is there a limit to how many times I can top up?

  • Verified MatchMove Wallets may be topped up an unlimited number of times as long as their balance does not exceed S$3000.
  • Non-verified users will not be able to perform any top up or spending transactions.

Will I be charged a fee for topping up my MatchMove Wallet?

Payment providers will charge you for utilizing their services to top up your MatchMove Wallet. These fees will vary based on the payment provider you choose. MatchMove does not charge any extra fees.

For more information, please refer to our Charges, Fees and Limits table.

Questions regarding the identity verification and its purpose.

Why should I verify my identity?

  • Verified MatchMove Wallets may be topped up an unlimited number of times as long as their balance does not exceed S$3000.
  • Non-verified users will not be able to perform any top up or spending transactions.

What is face-to-face verification?

Face-to-face verification is the last step of the verification process that is conducted by our compliance officers in-person to have your wallet verified.

Why should i complete the face-to-face verification process?

With effect from 12 October 2015, under the Monetary Authority of Singapore (MAS)’s Anti-Money Laundering Act, all MatchMove account holders will need to complete a face-to-face verification in order to get their wallets verified. This is to ensure that all MatchMove accounts are secured to prevent any potential threats.

How do I verify my identity for my IMBA Gamer Card Wallet?

There are two parts to the verification process.

Part 1:

  • Log in to your IMBA Gamer Card Wallet dashboard and click on “Verify my Identity” then follow the prompts to submit your identity documents.
  • Fill up this form to request for an appointment to get your account verified.

Part 2:

  • If the documents that you have submitted are valid, our compliance officer will arrange an appointment for an in-person face-to-face verification to be conducted in our office.
  • During the in-person face-to-face verification, our compliance officer will authenticate your identity with the documents that you submitted.

Why do I have to re-submit my identification documents?

Your identification documents may be rejected due to the following reasons:

  • Account Name (name on card) does not match the name on identity documents submitted
  • Date of Birth does not match identity documents submitted
  • Invalid identity documents submitted
  • Address does not match identity document submitted
  • NRIC does not match identity document submitted
  • Gender does not match identity document submitted
  • Insufficient identity documents submitted
  • Unclear identity documents submitted (i.e. unclear, incorrectly cropped or corrupted images)

In some of the cases stated above, you will be required to re-submit your documents. In the case that your account name does not match the name on your identity documents submitted, our friendly Customer Service officers will be advising you on the next steps.

If you require immediate assistance, please do not hesitate to call us at our helpline from Mondays to Fridays at 9.30 AM to 6.30 PM at 1800 271 1371 (toll free line) or +65 6271 1371 or email our Customer Service at help@mmvpay.com.

Questions regarding the functions of the MatchMove Wallet.

How do I change my personal information such as phone number, address and password?

Log in to your MatchMove Wallet dashboard and click on Account Details to update your personal information.

Where do I go to view my MatchMove Wallet account balance?

Log in to your MatchMove Wallet dashboard to view your account balance.

What are the differences between Available Balance and Holding Balance?

Funds in your Available Balance are immediately available for making online purchases. On the other hand, funds that are held in the Holding Balance are still processing and cannot be used to make purchases.

How do I view a history of my transactions?

Log in to your MatchMove Wallet dashboard and click on “Transactions” to view your wallet transaction history.

There is a discrepancy in my MatchMove Wallet balance. What do I do?

If you notice any discrepancy, you must contact us within 60 days of the time and date of the transaction.

Please contact us at 1800 271 1371 between 9.30am to 6.30pm, Mondays to Fridays.

For international calls, you can contact us at +65 6271 1371.

Will I get a paper statement each month?

All details of your MatchMove Wallet (including your transaction history, account balance) will be available to you online 24/7 through the dashboard. No paper statements will be sent.

Why am I being recommended a Safe Spending Limit?

If you make online purchases using foreign currencies, you may incur foreign exchange fees. This means that your transaction might fail if you try to spend your entire balance without taking into consideration foreign exchange fees. Thus, we recommend a spending limit based on your current available balance to give an indication of how much you can safely spend. This will ensure that you have sufficient funds to complete your purchase.

Questions regarding using the MatchMove Wallet at various merchants.

How do I obtain the PayPal code to add the MatchMove American Express Virtual Pay to my PayPal account?

Step 1: Log in to your MatchMove Wallet.

Step 2: Click on the “Transactions” tab on the left side of the dashboard.

Step 3: Look for transactions by PayPal that display ‘Settled’ under its status. If your PayPal transactions are still ‘Pending’, please wait up till 7 days in order for the transaction to be processed completely.

settled

Step 4: Retrieve the 4-digit code that follows after “PP*”.

Step 5: Log into your PayPal account and key in your 4-digit code to verify the adding of the MatchMove American Express Virtual Pay into your PayPal account.

How do I use my MatchMove American Express® Virtual Pay in the Apple iTunes store?

Before you are able to make any purchase on Apple iTunes or an in-app purchase, you are required to add the MatchMove American Express Virtual Pay into your Apple ID.

NOTE: Do ensure that you have at least SGD2 in your Available Balance before you proceed to add the virtual card into your iTunes account. To find out why, read “Why am I being charged an extra USD 1 for my iTunes/PayPal transaction even though I did not purchase anything or my transaction didn’t go through?” under the Transaction Issues FAQs.

If you are using an iPhone/iPad..

Step 1: Go to “Settings”

Step 2: Select “iTunes & App Store”

Step 3: Click on your “Apple ID: xxxx@xxx.com” profile

Step 4: “View Apple ID”

Step 5: Key in your iTunes password

Step 6: Click on “Payment Information”

Step 7: Select “Amex” under Payment Type. Key in your card number, card expiry date and billing address accordingly. Generate a dynamic CSC in your MatchMove Wallet account and key it in as well.

Step 8: Click on “Done” to complete the adding of your card.

If you are using iTunes on PC/laptop..

Step 1: Open up your “iTunes” programme

Step 2: If you have not signed in with your Apple ID on this computer, go to “Store” on the menu bar and select “Sign In..”. If you have already linked your Apple ID with the iTunes on this computer, click on “View Account” and key in your iTunes password to proceed.

Step 3: Look for “Payment Information” and click on “Edit” to add your card.

Step 4: Select “Amex” under Payment Type. Key in your card number, card expiry date and billing address accordingly. Generate a dynamic CSC in your MatchMove Wallet account and key it in as well.

Step 5: Click on “Done” to complete the adding of your card.

How do I use my MatchMove American Express® Virtual Pay in Steam?

A. If you are purchasing a game directly off the Steam store, you can head to the Steam store directly.

Always make sure that your MatchMove Wallet account has sufficient funds before you proceed with payment. Your transactions will be declined should you have insufficient funds in your MatchMove Wallet’s balance.

Step 1: Head to http://store.steampowered.com/

Step 2: Select the game which you would like to purchase and add to cart

Step 3: When you’re done selecting the games you would like to purchase, select “Purchase for myself” or “Purchase as gift” to proceed to checkout

Step 4: Sign in with your Steam account

Step 5: Select “American Express” under Payment method. Key in your card number, card expiry date and billing address accordingly. Generate a dynamic CSC in your MatchMove Wallet account and key it in as well.

Step 6: Click on “Continue” to proceed

Step 7: Review your payment details and click on “Purchase” to complete payment

B. If you are purchasing an item in game (eg: Dota 2), you are required to add funds into your Steam Wallet.

Always make sure that your MatchMove Wallet account has sufficient funds before you proceed with payment. Your transactions will be declined should you have insufficient funds in your MatchMove Wallet’s balance.

How to add funds into my Steam wallet:

Step 1: Head to http://store.steampowered.com/steamaccount/addfunds

Step 2: Select the amount of funds you would like to add into your Steam Wallet

Step 3: Sign in with your Steam account

Step 4: Select “American Express” under Payment method. Key in your card number, card expiry date and billing address accordingly. Generate a dynamic CSC in your MatchMove Wallet account and key it in as well.

Step 5: Click on “Continue” to proceed

Step 6: Review your payment details and click on “Purchase” to complete payment

How do I purchase Garena Shells with the MatchMove American Express® Virtual Pay?

Step 1: Go to http://pay.garena.sg/

Step 2: Login with your Garena account

Step 3: Select the amount of Garena Shells (GS) that you would like to purchase

Step 4: Select “Skrill” as preferred payment method

Step 5: Key in your personal details, card number, card expiry date and billing address accordingly. Generate a dynamic CSC in your MatchMove Wallet account and key it in as well.

Step 6: Click on “Pay” to complete your GS purchase

Questions regarding funding your MatchMove Wallet

Why isn’t my eNets top up going through?

You must make sure that the pop-blocker for your browser is disabled before you proceed to top up your wallet via eNets. Please read our guide to learn how to disable your pop-up blocker.

Questions regarding sent and received credit

How I do I transfer credit to another MatchMove Wallet account?

Log into your MatchMove Wallet account and click on the “Transfer Credit” tab. You can choose to send money to another MatchMove Wallet account via email or mobile number. Enter a message and the amount which you would like to send and then click on “Transfer Now!”.

If you have not verified your identity, you will only be able to transfer credit once. You will be able to transfer credit to another MatchMove Wallet account for unlimited number of times after you’ve verified your identity.

Do I have to verify my identity in order to send or receive credits?

No, you do not have to verify your identity in order to transfer or receive credits for the first time, subjected to a limit of SGD50. However, you will be required to verify your identity in order to receive credits from the second time onwards.

How do I know if someone has transferred credits to me?

You will receive a SMS on your mobile phone or an email notification when someone successfully transfers credit to you.

I received an email/SMS notification informing me to claim credits, however I am unable to claim it after I clicked on the link. Why?

You were unable to claim credits that have been sent to you most likely due to the following reasons:

  • Your credits have already expired as they have not been claimed 7 days after they have been sent
  • The sender cancelled the transfer before you could claim it
  • You may have already claimed the credits

Please check your transaction history or contact the sender who has sent you the credits directly.

How do I claim credits that have been transferred to me?

Step 1: Click on the URL inside the email or SMS notification that has been sent to you

Step 2: Log into your MatchMove Wallet account

Step 3: Click on “Claim”

Step 4: Key in the one-time verification code that is sent to your mobile

Alternatively, you can log in to your MatchMove Wallet account directly, click on the “Transfer Credit” tab and click on “Claim” to receive your money. Your available balance will be updated within 15 minutes once you’ve completed your claim.

Note:

  • Please make sure that you log into the same MatchMove Wallet account in which the credits were transferred into
  • Unclaimed credits will expire and returned to sender’s MatchMove Wallet account after 7 days

I did not receive the one-time verification code. How can I get it?

You may try to refresh the page by logging out. Log in again into your account and click on “Resend code”. If you are unable to get the one time verification code still, please contact our Customer helpline at 1800 271 1371 or +65 6271 1371.

Can I transfer credit to a non-MatchMove Wallet account?

You can still transfer credit to your friend if he/she does not have a MatchMove Wallet account via email or mobile number. Your friend will be required to sign up for a MatchMove Wallet account using the same email address/mobile number which you transferred credits to in order to claim the credits you’ve sent. Your friend can then proceed to claim the credits just like any other user. (Refer to Q: How do I claim credits that have been transferred to me?)

How do I know if I’ve successfully transferred credit to another MatchMove Wallet account?

You will receive an email notification upon a successful transfer. Click on the “Transfer Credit” tab, your transfer record will be reflected under “View pending”.

You may also check if your transfer is successful against your Transaction history or your Available Balance. Your Transactions history page and Available Balance will only be updated after a few minutes.

How do I know if my friend has successfully claimed the credits?

You will receive an email notification if your friend has successfully claimed the credits.

You can also go to the “Transfer Credit” tab. The transfer record should no longer be reflected under “View pending” once your friend has claimed the credits.

Your transactions history page will also reflect a successful “Transfer Credit Out” once your friend has successfully claimed the credit.

Are there any charges for using the “Transfer Credit” function in the MatchMove?

No, MatchMove Wallet does not charge you any fee for using our “Transfer Credit” function. MatchMove Wallet does not deduct any money from your account without your permission.

Can I cancel credit that I have transferred?

Yes, you may cancel the credits you’ve transferred as long they have not been claimed.

Go to the “Transfer Credit” tab and click on “View pending” to view your pending transactions. You will be able to cancel any of the pending transfers. Please allow up to 15 minutes for your Available Balance to be updated.

Can I send or claim credit out if my card is suspended?

No, you will not be able to transfer or claim any credits if your card is suspended.

I transferred credit to another account but the transaction isn’t reflected in my transaction history page or deducted from my Available Balance. Why?

It may take up to 15 minutes for your Transaction History page and your Available Balance to be updated. Thank you for your patience and understanding.

Can I transfer credit to a mobile number outside of Singapore?

Yes, you may transfer credit to any mobile number outside of Singapore as long as it is a valid mobile number and your friend is able to sign up for a MatchMove Wallet account.

Your friend is eligible to sign up as long as he/she has a:

  • Singaporean NRIC/FIN
  • Singapore residential address

Why did the money in my Holding Balance disappear?

Money that is sent via “Transfer Credit” to your account, if unclaimed after 7 days will be refunded back to the sender. Recipients of sent money must claim their money in order for the money to be credited into your Available Balance.

Questions regarding charges and OTPs

Why is there a charge for my iTunes / PayPal / Google Play Store / Steam transaction even though I did not purchase anything?

The extra USD 1 charge is also known as a Temporary Authorization Fee. This is NOT an additional charge when you make a purchase/payment. This is a verification process made by the merchant to ensure that your virtual card is in good standing and is valid. The Temporary Authorization Fee will be released back into your MatchMove Wallet within 7 days.

To find out more, read:

https://www.paypal.com/sg/webapps/helpcenter/helphub/article/?solutionId=FAQ463&topicID=FEES_CA&m=TCI

https://support.google.com/googleplay/answer/98966?hl=en

If you still have not received your refund after 7 days, please email our Customer Service at help@mmvpay.com or call us at our helpline from Mondays to Fridays at 9.30 AM to 6.30 PM at 1800 271 1371 (toll free line) or +65 6271 1371.

Why is my SMS OTP not showing or delivered to me?

A. Samsung series Android phone users

You may not be receiving your SMS OTP due to your phone’s message filter settings. Kindly perform the following troubleshooting steps to remove the message filtering.

Step 1: Open your “Message” Inbox

Step 2: Go to “Settings” and scroll to “Spam Message Settings”

Step 3: Select “Spam settings” -> Go to “Add to spam number” and “Add to spam phrases” and delete any shortcode that you have added.

Please also make sure that “Block unknown senders” is unticked.

If there is any antivirus application installed on your device, please also kindly uninstall the antivirus app.

B. iPhone users

Kindly perform the following steps below to unblock “MatchMove” from your iPhone’s blocked list:-

Step 1: Launch the “Settings” app on your iPhone or iPad.

Step 2: Select either “Message”, “Phone”, or “FaceTime”. Any one of these three options will work.

Step 3: Scroll down and select “Blocked”.

Step 4: Tap on “Edit” at the upper right-hand corner.

Step 5: Tap on the red button next to the “MatchMove” to unblock

Step 6: Select “Unblock” to confirm.

Questions regarding the referral program

How does the MatchMove Wallet Refer-A-Friend Programme works?

Step 1: Sign up for a MatchMove Wallet account

You must first have a MatchMove Wallet account before you can use our Refer-A-Friend programme. After signing up for a MatchMove Wallet account, you will receive an email containing your unique referral link. If you do not receive this email, please make sure that you check your Spam/Junk folder. Alternatively, you can also retrieve your unique referral link here.

Step 2: Share your unique referral link with your friends via email or social media!

Your friends MUST sign up for a MatchMove Wallet account and get their virtual card successfully via your unique referral link in order to be considered a successful referral! You will receive a referral reward of SGD 3.88 or every friend whom you refer via your unique referral link.

Step 3: Claim your referral rewards on 10th of the month (whichever is earlier)!

Referral rewards will only be credited into your MatchMove Wallet account on 10th of the month. You are required to login to your MatchMove Wallet account and manually claim your referral rewards within 7 days. Your referral rewards will expire if unclaimed after 7 days.

Eg: If you made a successful referral on the 25th of September, you will only receive your referral rewards on the 10th of October.

You can call our Customer Service at 1800 271 1371 or +65 271 1371 or email them at support@imbacard.com if you did not managed to claim your rewards in 7 days. All requests made to Customer Service within 30 days after the referral rewards have been sent out will be processed on a case by case basis. We regret that we will not be able to process requests made after 30 days.

Note: Your referred friend is required to top up before he/she is able to receive his/her referral rewards. The same referral rewards crediting process will apply for referred accounts.

How do I earn referral rewards?

You can earn a referral reward by inviting your friends to sign up for the MatchMove Wallet.

You will receive a referral reward in your MatchMove Wallet, if a friend (1) uses your personal unique referral link to sign up for a MatchMove Wallet account and its Virtual Card, (2) not already have a MatchMove Wallet account at the time of the referral, and (3) you are a verified user by verifying your email and identity. The referral reward for every successful referral is SGD 3.88.

How does a friend whom I referred earn his/her referral rewards?

If your friend successfully signs up for a MatchMove Wallet account and virtual card via your unique referral link, your referred friend is required to first top up his/her account before he/she can receive the referral reward. A friend whom you referred will earn a one-time referral reward of S$ 3.88 after they have topped up his/her MatchMove Wallet. This referral reward will be credited on every 2nd and 16th of every month (whichever comes earlier).

When will the referral rewards be credited to my MatchMove Wallet?

The monthly cut off date for referral rewards is on 1st of every month. We will consolidate your referral rewards and credit them into your MatchMove Wallet on the 10th of the month.

Example 1: If you made a successful referral on the 1st of September, you will receive your referral rewards on the 10th of September.

Example 2: If you made a successful referral on the 2nd of September, you will only receive your referral rewards on the 10th of October.

Is there a limit to the referral rewards that I can earn?

Yes, you can earn up to a maximum of S$500 in referral rewards in your MatchMove Wallet

How do I track my referrals?

You may track your referrals by accessing your personalized referral corner here.. You MUST have created a MatchMove Wallet in order to be able to start referring friends. Type in the email which you used to sign up for your MatchMove Wallet account in order to retrieve your personal unique referral link and track your referrals.

Questions regarding the suspension or cancellation process

Can I still view my transactions if my cards are cancelled?

You may still log in to your MatchMove Wallet dashboard and view your transaction history. However, your cancelled card will no longer be available to you.

How do I cancel a card?

Contact customer service at 1800 271 1371 to cancel a card.

For International calls you can contact us at +65 6271 1371.

How do I reactivate a suspended card?

Contact customer service at 1800 271 1371 to reactivate a suspended card.

For International calls you can contact us at +65 6271 1371.

A reactivation fee of S$2 will apply.

I want to suspend one of my virtual cards. How do I do it?

To suspend a virtual card, simply log in to your dashboard and click “Suspend a Card”. Select a card and proceed to suspend it. This process is immediate and that virtual card may not be used after that.